Emergency Plumbing and Drainage Services acts as a booking and coordination service for urgent plumbing and drainage call-outs across England.
Call-out and booking fees
When a payment is taken, it confirms your emergency booking and covers:
Engineer attendance and travel
The initial labour period as stated at the time of booking
Once a booking has been confirmed and an engineer has been assigned or dispatched, the call-out fee is non-refundable.
This is because resources, scheduling, and availability are committed immediately upon confirmation.
Cancellations before dispatch
If you cancel before an engineer has been assigned or dispatched, you may be eligible for a refund.
Any refund approved will be issued back to the original payment method, minus any non-recoverable processing or administrative costs.
Additional work and parts
If further work or parts are required beyond the initial labour period, these are quoted separately and only carried out with your approval.
Any charges for additional labour or parts are non-refundable once work has been completed.
Delays and availability
Attendance times are estimates and depend on demand, location, traffic, and engineer availability, particularly during evenings, weekends, and bank holidays.
Delays caused by factors outside our control do not automatically entitle a refund.
Failed access or refusal of work
No refunds will be issued if:
Access to the property is not available on arrival
The issue differs materially from what was described during booking
Work cannot proceed due to safety or compliance reasons
How to request a refund review
If you believe you are entitled to a refund, please contact us as soon as possible using the contact details provided on our website.
Each request is reviewed on a case-by-case basis in line with this policy and UK consumer law.